臺灣已成為國際觀光的重要旅遊目的地，而提升觀光產業競爭力，從產業內員工的服務品質著手，讓顧客獲得一定程度的滿意已是研究的主流。有基於此，本研究以大高雄幾間大飯店的員工為研究對象，發放250份問卷，用以探討工作壓力、工作滿意度及離職傾向之相關研究。採用Powell 與 Dent-Micallef (1997) 所建議的交互性迴歸分析(multiple interaction regression)，研究發現工作壓力、工作滿意度及其兩者之交互作用(干擾效果)對離職傾向均有顯著的影響。透過整體模型(full model)的比較，本研究的結論為：工作滿意度對離職傾向的影響最大，這意謂著弱化離職傾向的程度最高。此外主效果中的工作壓力及干擾效果分別對離職傾向產生第二及第三的程度影響。透過此探討，工作滿意度是離職傾向非常重要而不可被忽視的構面(construct)。此研結果究除了提供觀光業者瞭解內部員工的工作壓力對離職傾向的影響外，員工的工作滿意度亦扮演著弱化離職傾向非常重要的影響要素。此有助於觀光業者進一步了解員工離職傾向的相關探討。 The effects of job stress and job satisfaction were studied along with their interconnected effects (moderation) on turnover intension in the tourism and leisure industry. While using the sample group, customer service employees, a multiple interaction regression approach shows moderation to have statistically significant main effects on turnover intension. The main conclusions indicate that job satisfaction makes a far more important contribution, which can lead to highest influence level of turnover intension. Job stress and the moderating effect (interaction) have the second and third most important effects on turnover intension, respectively. This work summarizes the specific contribution and importance of building successful job satisfaction associations with employees in relation to their service quality with customers in the tourism and leisure service context.
